Collections Agent

Location: London (hybrid, open to discussion) Type: Full-time Working pattern: Includes some weekend work, up to 2 weekends per month

Join the Revolution in Car Finance 🚗💥 At Carmoola, we're changing the way people get on the road, making it faster, fairer, and entirely built around the customer. We've started with car finance, reimagining it from the ground up with a seamless, digital experience that puts drivers in control. Since launch, we've raised over £560m from top-tier investors, helped over 25,000 customers get behind the wheel, and we're scaling fast. To keep looking after our customers as we grow, we're looking for an empathetic, resilient and customer-focused Collections Agent to help drivers get back on track when their payments fall behind.

Your Mission You'll be on the front line of our Collections team, talking with customers who have fallen behind on their payments and helping them find a way forward. This is a high-contact role built around the phone, so you'll need to be confident and comfortable talking to people. From the first conversation through to putting an affordable payment plan in place, you'll play a real part in keeping people on the road while making sure they are treated fairly every step of the way. This is a role for someone who is a great listener, stays calm under pressure, and genuinely wants to help people through a difficult moment. You don't need years of experience, just the right attitude and a real care for getting the customer outcome right.

What You'll Be Doing Support customers who've fallen behind. Make outbound calls and handle inbound contact with customers in arrears, having honest, empathetic conversations to understand their circumstances. Find fair solutions. Agree realistic, affordable repayment arrangements that work for the customer and for Carmoola, and follow them through to completion. Spot and support vulnerability. Recognise when a customer needs extra care, follow our vulnerability process, and escalate where the situation calls for it. Keep accurate records. Log every interaction clearly and completely so each account has a full, compliant history. Do right by the customer, every time. Work within FCA guidance and Consumer Duty, treating customers fairly in every conversation. Contribute to the team's goals. Meet call and collection targets while keeping quality and good customer outcomes front of mind.

Requirements

What You'll Bring

• A customer-first mindset. You care about doing the right thing by people, especially those going through a hard time.
• Great communication. You're confident and warm on the phone, a strong listener, and able to hold difficult conversations with empathy.
• Calm and resilience. You stay composed and professional, even when a call is tough or emotional.
• Organisation. You keep on top of your workload and record information accurately.
• Drive and teamwork. You want to hit your targets and support the people around you.
• No collections experience? No problem. You don't need a background in collections. We'll give you full training and teach you everything you need to know. What matters most is the right attitude and a genuine care for customers.
• Call centre experience would be great. Time spent in a call centre, or any other phone-based role like customer service or retail, would be a real plus, but it isn't essential.
• Genuine excitement for Carmoola's mission and the chance to help shape how people get on the road.
• If you don't tick every box, please apply anyway. We care far more about attitude and potential than a perfect match on paper, and we'd love to hear from you.

Benefits

Why Join Carmoola? 💰 Salary range of £30k to £35k, depending on experience 🔎 Yearly performance-based pay reviews 💼 Flexible working: we're open to remote and hybrid options, with a preference for spending some time together each week in our London office in the heart of beautiful Primrose Hill 🏝️ Holidays: 25 days + bank holidays, plus an extra day on your birthday 🥳 🩺 Private healthcare 📈 Pension: 5% employer matched contribution 🚲 Cycle to Work Scheme 🚀 Real exposure to how a fast-scaling lender works, a brilliant place to learn and grow your career 🎉 A fast-paced, fun team that works hard, supports each other, and celebrates the wins 🏋 Join a mega-talented and high performing team The chance to play a pivotal role inside a fast-growing fintech during a meaningful stage of its journey.